IT Triage Specialist - First-Call Fix & Support

New Charter Technologies, LLC; Little Rock (AR); On-site; USD 47,000 - 60,000; Full time

Benefits offered by this job

Insurance

401k with matching

Responsible Time Off

Job summary

New Charter is seeking an IT Triage Engineer to join Nettech at one of our office locations. You will be the first point of contact for clients, handling phone intake, ticket creation in ConnectWise, and quick resolutions for common issues while routing complex problems to Tier 2/3 with clear context.

This in-office role emphasizes accurate documentation, calm handling of high call volumes, and strong communication.

Qualifications

• 2+ years of experience in an MSP or front-line IT support role.
• Hands-on experience with ConnectWise (or similar PSA/ticketing platform).
• Strong knowledge of Windows desktops, Microsoft 365, networks, printers, VPN.
• Clear written and verbal communication; able to document while on calls.
• Excellent ownership and follow-through on tickets.

Responsibilities

• Answer inbound support calls and triage the client’s issue in real time.
• Create clear, complete tickets in ConnectWise for every call, capturing symptoms.
• Work the Quick Fix queue, resolving common issues on first contact when possible.
• Escalate when needed with full context to Tier 2/3 and maintain notes.
• Keep clients informed of ticket status and next steps throughout the call.
• Maintain accurate ticket notes and time entries in ConnectWise.
• Identify recurring issues and flag patterns to leadership.
• Follow runbooks and knowledge base articles for known issues.
• Flag gaps where documentation is missing.

Skills

ConnectWise

Windows OS

Microsoft 365

Networking basics

Customer communication

Education

CompTIA A+

Network+

Tools

ConnectWise Manage

ScreenConnect

Splashtop

IT Glue

Job description

New Charter is seeking an IT Triage Engineer to join Nettech at one of our office locations. You will be the first point of contact for clients, handling phone intake, ticket creation in ConnectWise, and quick resolutions for common issues while routing complex problems to Tier 2/3 with clear context.

This in-office role emphasizes accurate documentation, calm handling of high call volumes, and strong communication.